[Hiring] Customer Service Support Representative II @Labcorp

Role Description

Labcorp Genetics team is seeking a Customer Service Support Representative - Remote.

Work schedule: Monday-Friday 11pm EST to 8pm EST

Training hours: 9am EST - 6pm EST

Responsibilities

• Answer high volume of inbound calls from patients, doctor's office and/or private insurance carriers.
• Make outbound calls to resolve open Patient AR and to resolve customer inquiries.
• Initiate payment plans for patients for outstanding balances.
• Routinely utilize multiple resources to resolve patient inquiries while on the phone.
• Maintain performance goals.
• Ability to become proficient with processes after completing a structured training program.

Qualifications

• High School diploma or GED equivalent
• 3 years or more healthcare related call center experience

Requirements

• Associates degree
• Establish protocols and procedures; cross-functional collaboration
• 3 months or more XIFIN experience
• Bilingual in English and Spanish
• 3 years or more specialty testing or genetics healthcare customer service
• 3 years or more reimbursement, Medicare/Medicaid billing experience

Additional Job Standards

• Strong verbal and written communication skills
• Explain complex women’s health, genetics and oncology testing coverage, costs, and financial responsibility to patients, providers, and payers with clarity and empathy
• Attention to detail and focused
• Team-oriented mindset with the ability to work independently
• Excellent organizational skills
• Proficiency navigating multiple computer screens and applications
• Alpha-Numeric data entry proficiency
• Ability to explain billing or account information clearly and professionally
• Energetic, passionate customer service
• Customer-focused problem solving and resolution skills
• Adherence to confidentiality, privacy, and regulatory compliance requirements

Benefits

• Comprehensive benefits including: Medical, Dental, Vision, Life, STD/LTD, 401(k), Paid Time Off (PTO) or Flexible Time Off (FTO), Tuition Reimbursement and Employee Stock Purchase Plan for employees regularly scheduled to work 20 or more hours per week.
• Casual, PRN & Part Time employees regularly scheduled to work less than 20 hours are eligible to participate in the 401(k) Plan only.
• Employees who are regularly scheduled to work a 7 on/7 off schedule are eligible to receive all the foregoing benefits except PTO or FTO.